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Agentforce Service

Salesforce, Inc.

Reviews from AWS customer

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External reviews

6,971 reviews
from

External reviews are not included in the AWS star rating for the product.

    Non-Profit Organization Management

Sharing platform easy to use

  • January 16, 2022
  • Review provided by G2

What do you like best about the product?
Using a cloud platform can be tricky but when our team used SF this was a great tool for collaboration if you know SF well.
What do you dislike about the product?
Not as smooth as other programs, but if you know how to navigate SF then it should be fine
What problems is the product solving and how is that benefiting you?
Not sure! I think just better and more intuitive UI

    Apparel & Fashion

Salesforce

  • January 14, 2022
  • Review provided by G2

What do you like best about the product?
salesforce is a super effective program, ease of use is quick to train new employees
What do you dislike about the product?
Salesforce is a system that can be a bit outdated in some ways
What problems is the product solving and how is that benefiting you?
Salesforce service Cloud is amazing for customer self service, social customer service, and help desk/live chat. Our team found it to be very user-friendly for both the company and the customers.

    Insurance

A game changer and the future of how we will communicate with our customers.

  • January 12, 2022
  • Review provided by G2

What do you like best about the product?
Airkit's flexibility and willingness to adapt to our specific needs has been superb. The Airkit team shows an obvious desire to ensure customer success for both us and our end user. Today, I truly believe we are only scratching the surface of the potential we will unlock with Airkit as we continually find new use cases. In five years we very well may look back and not believe we survived without this tool!
What do you dislike about the product?
How I am regularly reminded (in my own mind) of how slow WE are at implementing new tools in comparison to Airkit’s speed and agility. Not sure this a bad thing.
What problems is the product solving and how is that benefiting you?
By automating once manual communication processes with both employees and customers we are becoming more efficient and creating a better customer experience at the same time.

    Logistics and Supply Chain

Easy to Use & Great Team

  • January 12, 2022
  • Review provided by G2

What do you like best about the product?
The team is fantastic to work with and super responsive. Excited to continue using this tool
What do you dislike about the product?
Currently do not have any complaints about this tool
What problems is the product solving and how is that benefiting you?
We are creating a more digital experience with Airkit by building out tools to collect information etc.

    Logistics and Supply Chain

Airkit so far

  • January 11, 2022
  • Review provided by G2

What do you like best about the product?
The team is fantastic to work with and while we are just in the beginning stages, our first workflow was easy to set up and take live right on time! We are mapping out the next flow as we speak with the Airkit team
What do you dislike about the product?
Nothing so far, we have only just started to utilize and have 1 workflow built and any restrictions we have found have been on our side, not Airkit - so far, so good!
What problems is the product solving and how is that benefiting you?
We are using Airkit to help digitize our merchant experience and reduce our average contacts per case/issue for our merchants to make us faster and easier to do business with. Our merchant support process is quite manual and thus resolution times are too long in key areas. By utilizing Airkit to provide a more integrated digital experience, we will be able to resolve merchant issues and provide key information much more quickly all from our merchant dashboard. This will reduce costs, improve productivity and drive a better merchant experience. We are looking at even using some of the work flows for our internal work flows as well - not just customer facing

    Robert D.

Great Databse, Smooth Info Processing

  • January 04, 2022
  • Review provided by G2

What do you like best about the product?
The great UX design and also amount of info stored for one client
What do you dislike about the product?
the back button does not always lead to the correct intended page
What problems is the product solving and how is that benefiting you?
Solving issues with client discrepancies and finding relevant info for them. It helps me find info very fast and easily.

    Alexander D.

The Definitive CRM Experience For Users

  • December 29, 2021
  • Review provided by G2

What do you like best about the product?
For me, coming from using platforms that are a lot more dated and uncomfortable for an end-user experience, It was heaven to use Salesforce because of how easy it is to navigate through it and utilize it in general. Look and feel is great and updated and does feel up to the times.
What do you dislike about the product?
It might sound biased, but I still have not found anything I dislike about Salesforce. The overall experience has been great, and I've used it on more than one company I've worked for.
What problems is the product solving and how is that benefiting you?
Salesforce solves the Call center needs within the company I work for at the moment. Its a great tool to track all interactions between consumers and service agents. Its great to keep teams from different departments connected as well.

    Barkha C.

Salesforce Service Cloud Tool Review

  • December 24, 2021
  • Review provided by G2

What do you like best about the product?
The best thing I like about this tool is is is used in customer service to support the customer and help the customer with the best and accurate resolution we can.
What do you dislike about the product?
There is nothing to dislike about this tool; as we all understand to work in customer service, we need the tools to be user-friendly or can say easy to use for all of us.
What problems is the product solving and how is that benefiting you?
The purpose is to get in touch with the customer and help them with their queries through multiple channels. This is the basic and the foremost thing we need to work.

    Ankit J.

Great for Case Management

  • December 14, 2021
  • Review provided by G2

What do you like best about the product?
The best part is managing the SLAs.Able to create separate Support processes and define SLA per different support processes.We can utilize Salesforce Knowledge to create knowledge Articles that help case deflection.Also, there are multiple options to create Case like Email to Case, Web to Case, Question to Case, creating case manually through service console .With omnichannel we can define agent capacity
What do you dislike about the product?
Complexity: Some customers find Salesforce Service Cloud to be complicated and challenging to use, particularly for new users who may need in-depth training to comprehend and make efficient use of its features.

Cost: Salesforce Service Cloud can be pricey, especially for startups or groups with tight resources. It may require a substantial investment due to the pricing structure and additional fees for customization or add-ons.


Limitations on customization: Despite the fact that Salesforce Service Cloud offers a variety of customization choices, some users believe that there are restrictions on how well the platform can be customized to meet certain company needs. It could be necessary to consult with developers or Salesforce authorities for complex changes.

Integration difficulties: It can occasionally be difficult to integrate Salesforce Service Cloud with other programmes or systems, especially if they don't already support it or require
What problems is the product solving and how is that benefiting you?
With Salesforce Service Cloud, we do Case management, manage SLAs , and ensure we can utilize our Service Agents' capacity to maximum capacity. Live Agent,omni channel,einstein bot have improved the user experience drastically. Einstein bot also comes with a template which is very easy to configure. With a few clicks, you can create an einstein bot and deploy it in the community. Also, we have macros with which we can automate the repetitive task. Salesforce service cloud also populates the transcript when agents talk with the customers,which helps us in improving the quality of services
Recommendations to others considering the product:
Good product go for it.

    Pranshu J.

Great once your processes have been stabilized.

  • December 11, 2021
  • Review provided by G2

What do you like best about the product?
Easy to scale. Easy to manage. A robust solution for spread-out teams, multiple interaction channels, and case flow scenarios.
What do you dislike about the product?
It works best for you when your processes have stabilized and workflows optimized. You have to spend a lot of time and resources to get this set-up, and more if you have to make changes. Not many options to customize.
What problems is the product solving and how is that benefiting you?
We moved from an internally created solution, so the first benefit we realized was stability, standardization and scalability. Integrates with your CRM for a 360 view of customers, their journey and limited but good built-in reporting and dashboards.
Recommendations to others considering the product:
If you have scale and are operating with stable, optimized processes you can absolutely go with this. A very stable, robust and secure solution. But for smaller organizations with evolving processes it may not be a great option as you do spend a lot to customize it for your workflows.

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